Help ! :-) UW debt collection yet not responding to communications

grn99

Long story short.  Elderly father-in-law has moved into independent living accommodation 12 August this year. He assured us he would contact the current energy supplier to that property (gas and electric with UW). We next hear that he's has a debt collection notice on 12 November at which point he called them and  he then got this email...

"We currently supply gas and/or electricity to this property, so we asked you to send proof that you've taken over the above address. We haven't received anything from you yet and unfortunately, without these documents, we can't create a new account for you. 

If we don't hear from you in the next 7 days

The Debt Collection Agency will restart action to recover the money owed at this address.

Please send us the documents we asked for as soon as possible. ......"

So an email was sent off proving he had exchanged on that property on 12 August (yet to complete as previous property unsold, so is renting from the independent living organisation as a tenant for now, pending sale of his previous property). The email he wrote states he has taken ownership, the date of exchange and copy solicitor's letter and that he was happy to pay for energy he has used and supplied the opening meter reads.

Nothing was heard until a further chaser on 19th November saying the same thing again. So still no response and no account with UW.

We have today resubmitted the emails and even given up to date meter readings, but are concerned what happens if this isn't actioned at UW.

I'm also slightly confused by their email where they want proof you are the person but in the same breath threaten you will debt collection if if they don't get proof that you are they'll come after you anyway?!?

Any pointers to stop this becoming an even longer/more protracted exercise would be welcome. We know he should've got in touch at the outset and if we knew this hadn't happened would have chased him to do so, but we are where we are and he's struggling a bit old age and early onset Parkinson's.

Many thanks.

ariarnia

i'm also confused who exactly they will chase for the debt if they dont think he is responsible. 

maybe contact the independent living org he is currently renting from and ask if he can give them the money to pay the bill until completion has happened (as the energy company should accept them as owners of the building). 

then phone up blank slate as soon as that bill is paid and open a new account without making any reference to what happened before. as if he only moved in that day? 

silly work around but i've heard stories about UW and would recommend switching to octopus or someone else as soon as he can. 

(and getting him on the priority service register so there a bit better about communicating. some like british gas have dementia teams who might be helpful even if your FIL isnt quite that bad yet)

grn99

Thanks @ariarnia, we have involved the indepent living org as well and even they cannot get a reply from UW for the void period prior to his occupation when they were responsible! Agreed about switching away when that comes. Good point about the Priority register - will have to look into that as well.

EssexHebridean

I’d second leaving UW as soon as you can. They seem to function “ok-ish” when things are going smoothly, but as soon as there is a problem their customer service is woeful. Allowing that they won’t be any meaningful amount cheaper than anyone else now either, I’d suggest that once he is able to your FIL instigates a switch. 

macman

Did he or somebody else take opening reads on day one? If not, it's impossible to verify the correct billing from that date.

grn99

macman said:

Did he or somebody else take opening reads on day one? If not, it's impossible to verify the correct billing from that date.

Yes we have the day one meter reads and we've now supplied the meter readings as at today.